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ISO 9000 Slide Lect 1
ISO 9000 Slide Lect 1
ISO 9000 Slide Lect 1
Quality
A Nokia and Iphone are equally “fit for use,” but with
different specifications.
specifications.
Definition of Quality
• Value for money • It is a definition of quality that consumers often
use for product or service usefulness for the money they paid paid.. This
iis the
th only l definition
d fi iti that
th t combines
bi economics i with
ith consumer
criteria;; it assumes that the definition of quality is price sensitive
criteria sensitive..
3-4
Quality: Introduction
Features
Features are additional characteristics that enhance
the appeal of the product or service to the user.
user.
Some features will be present in all products but
other features will only be found in "quality"
products
products.
d t . For
F example
l allll cars have
h wheels,
h l
steering, gears, windows and seats but only some
cars have heated seats, back camera and blue
tooth..
tooth
Dimensions of Quality: Manufactured Products
• Reliability:
Reliability:
Reliabilityy is the likelihood that a pproduct will not fail
within a specific time period. period. Is the product
consistent? Will it perform well over its expected
lifetime and perform consistently? Many brands
have developed trust with customers because of
their reputation for reliability.
reliability.
• Conformance:
Conformance:
C f
Conformance iis the
th precision
i i withith which
hi h the
th product
d t
or service meets the specified standards
standards..
Dimensions of Quality: Manufactured Products
• Durability:
Durability:
Durabilityy measures the length
g of a pproduct’s life.
life.
How durable is your product.
product. How long it last with
daily use?
• Serviceability:
Serviceability:
Serviceability is the speed with which the product
can be put into service when it breaks down.
down. Is the
product easy to service? Does the organization offer
enoughh service
i support
support?
t?
Dimensions of Quality: Manufactured Products
• Aesthetics:
Aesthetics
A th ti :
Aesthetics is the subjective dimension indicating the
kind of response a user has to a product product.. It
represents the individual’s personal preference
preference.. Is
the product appealing to the eye?
• Perceived Quality
Quality::
Past Performance (Perceived Quality)
Quality).. Will the price
charged reflect the quality of the product? What
brand name is going to be used and does this
convey any perception of quality.
quality. Honda cars, Sony
Walkman and Rolex watches are perceived to be
high
g quality
q y items byy the consumers.
consumers.
Dimensions of Quality: Service
Time and Timeliness
How long g must a customer wait for service
service,, and is it
completed on time?
Is an overnight package delivered overnight?
Completeness
Completeness::
Is everything customer asked for provided?
provided?
Is a mail order from a catalogue company complete
when delivered?
Courtesy
Courtesy::
How are customers treated by employees?
employees?
Are catalogue phone operators nice and are their
voices pleasant?
3-13
Dimensions of Quality: Service (cont.)
Consistency
Is the same level of service provided to each customer
each time?
Is your newspaper delivered on time every morning?
Accessibility and convenience
How
H easy iis it to
t obtain
bt i service?
i ?
Does a service representative answer you calls quickly?
Accuracyy
Is the service performed right every time?
Is your bank or credit card statement correct every month?
Responsiveness
How well does the company react to unusual situations?
How well is a telephone operator able to respond to a
customer’s
customer s questions?
Changing views of Quality
Importance of Quality:
1. Good quality of goods and services can provide an organization
with competitive edge
edge..
QC is
i used d to
t verify
if the
th quality
lit off the
th output;
t t
QA is the process of managing for quality.
Quality control and Quality Assurance
Quality
Q y Assurance Quality
Q y Control
Definition Quality assurance is when a Quality control is when a
company implements a list company implements
of systematic measures in inspections and checks in
order to produce a product order to find any defected
that
h fulfills
f lfill quality
li products
d and
d keep
k them
h
requirements. from going to the client.
Focus on QA focuses on prevent QC focuses on identifying
defects from happening. defects before the product is
shipped to the clients
clients.
Objective The goal is to improve the The goal is to identify
development and test defects in the final product
processes to eliminate before the product is sold in
defects from arising in the market or given to the
products. customer.
Tools used Inspection, quality of raw Control charts, inspection of
materials, sampling charts, finished products, product
control charts, etc. testing, etc.
Orientation Process-oriented Product-oriented
Order QA takes place as it happens Happens after the product
before the product has gone has finished production.
into production.
Type of measure/process Preventive measure; Corrective measure; reactive
proactive quality process. process.
Quality control and Quality Assurance
1.Quality
y planning
p g – determining
g the relevant q
quality
y standards
• TOTAL
O Everyone and everything that we do
• QUALITY Giving the customer what they expect all the time
• MANAGEMENT The way we act and operate our policies and
procedures, and our training and instruction to all of our employees
GOAL, OBJECTIVE, STRATEGY AND METHODS
OF TQM
Goal::
Goal Total Customer Satisfaction
Objectives::
Objectives To create a Culture of “Continuous Improvement” for
zero defects, zero loss and zero accident
accident..
Strategy::
Strategy “Do the Right Things, right the first time, and every
time..”
time